Date of Publication

12-2018

Document Type

Master's Thesis

Degree Name

Master of Business Administration

Subject Categories

Business Administration, Management, and Operations

College

Ramon V. Del Rosario College of Business

Department/Unit

Management and Organization

Thesis Adviser

Benito Teehankee

Defense Panel Chair

Maria Victoria Tibon

Defense Panel Member

Ma. C.P. Assumpta Marasigan
Frances Jeanne Sarmiento

Abstract/Summary

This Action Research aims to address the recurring issue of State Street HCL Services Philippines Inc. regarding the low awareness in the workflow process within the Global Transaction and Controls (GTC) phase. Currently, this issue is affecting different aspects of sustaining the quality of service in processing trades. In collaboration with the key people, specifically the Team Lead and the Specialists of each team within the phase, and through a one-on-one interview, casual interview, email correspondence and data documents, we have shared what needs to be done to address the issue. We had three of the four steps of action research cycle namely constructing, planning action, and taking action. It was found that there are barriers in sharing the knowledge within the phase which results in high volume of errors. It also found out that employees have a low awareness when it comes end-to-end process. Guided by the GRPI model of Team Effectiveness and with collaborative efforts, we came up with a new training program in order to gain the cooperation of the employees to engage with the upcoming change. In doing so, we need to establish a good relationship between the employees by aligning our goals which are beneficial for the whole organization. This intervention proved to be a stepping stone in addressing the underlying issue but paved way to gradually solving the weak relationship within the organization in order to sustain and improve the quality services through cross-training.

Abstract Format

html

Language

English

Format

Electronic

Accession Number

CDTG007451

Keywords

Workflow—Management; Organizational effectiveness

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Embargo Period

10-5-2022

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